Notice that the script sneaks in another benefit to the customer as they pitch the email option — a 50% increase in first call resolution is attention-grabbing for someone running a call center.

State lawmakers say the script that the Department of Economics employees are given to speak to Florida's unemployed isn't working.

Thirteen individuals have been charged in connection with an elaborate grandparent scheme that tricked hundreds of elderly victims out of millions of dollars, according to authorities.

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